Tech FAQ
General FAQ
Macgo Mac Blu-ray Player

The first and best Blu-ray media player for Mac. Support Blu-ray Disc, Blu-ray Menu, ISO files, and BDMV folder. Compatible with Yosemite 10.10.

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Video & Audio
Why the video freezes 4-5 seconds sometime when I try to play a Blu-ray film?

a) When you play Blu-ray films, the program needs about 4-5 seconds to remove the Blu-ray protection with network. After that, internet connection will not be required anymore.

b) Also the program's network servers are placed only in United States right now so it needs more time to connect to the network in some areas.

c) Please inform us your nationality to solve this problem for you in time. Meanwhile Macgo will increase the number of servers in other areas as soon as possible to enhance the networking speed in different countries.

Why the Blu-ray films playback is not smooth/choppy?

Please send Macgo support team the following information to Macgo support team:

a) Name of this disc

b) A snapshot of the unsmooth playback

c) A screenshot of the "Device I/O speed rate", please follow these steps to get it:

  • • Run Mac Blu-ray Player, and tick the "Performance Test" under the "Help" menu.
  • • Play the Blu-ray film and wait processing for a couple seconds.
  • • The "Performance Test" dialogue will pop up, where shows the "Device I/O speed rate".

What should I do when the BD playback is mute?

Please do as follows:

a) Check if you have chosen the right audio track/channel under "Mac Blu-ray player" > "Audio".

b) Check if you have muted the player/computer/ output audio device.

c) Change the audio track under "Mac Blu-ray player" > "Audio" and try again.

d) If the problem still exists after the previous steps, please catch a screenshot of audio device under audio menu and send them to Macgo support team.

Can I set my default audio track language so that I don't have to choose it every time I play a BD?

One of the great advantages of the Blu-ray Disc is the amount of info stored on it.
Usually the disc is already loaded with several languages for users from different countries, which cannot be changed by Macgo Blu-ray Player. That's why users can't set their default language.

Performance
What should I do when it pops up the message "Fail to open/play the disc"?

Please send the support team a log file as the following steps:

a) Run Mac Bluray Player, tick 'BD Debug Mode' from Help menu.

b) Play the disc/file.

c) Wait a moment and a log file will be created on your Desktop.

d) Find the log file, please send it to Macgo support team.

Why Mac Blu-ray Player always crashes when I play Blu-ray Discs or DVDs?

It could be a software/ hardware conflict. Please try the following methods:

a) Reinstall Mac Blu-ray Player.

b) Update to the latest patch (Click update inside Mac Blu-ray Player).

c) Close other applications when running Mac Blu-ray Player.

If the situation persists, please contact Macgo support team.

Why your player just plays part of the movie?

Please do as follows:

Now Mac version has two playback modes: "Quick Play Mode" and "Blu-ray Menu Mode".

a) Under "Quick Play Mode", find "Mac Blu-ray Player" > "Preferences" > "Blu-ray", and untick "Sort Titles", then play it again.

b) Under "Blu-ray Menu Mode", you can easily reach the disc menu to choose the special feature to play.

Why there are some mice disabled during the Blu-ray playback?

It's because some BDs' title cannot be selected with a mouse.

Under such situation, please use the keyboard instead of the mouse to control the selection movements.

How can I get the Encoded Output through my receiver?

Please try the following steps:

Go find "Mac Blu-ray Player" > "Preferences" > "Audio", and then please click on "Use S/PDIF when available".

Then you will get the pass through of DTS 7.1 and DTS Master audio.

What should I do when the message "Failed to connect to verification server" pops up?

Please make sure that you are in good internet connection first. Then do as follows to make some settings:
Go find "Mac bluray player" > "Preferences" > "Blu-ray" > "Net work" > un-tick "Check verification serve connection status".

Also clear the old settings by the following steps:
Go find "Mac bluray player" > "Preferences", and then please click on "Shift" button and the "Restore Defaults" simultaneously. And then a dialogue box will pop up, please click "Yes" and try it again.

After I upgraded the software, it pops up with two icons. Why is it?

Please delete Blu-ray player first at "Finder> Applications".

Then click here to install the latest version.

If the problem still exists, please do not hesitate to contact Macgo Support Center.

Miscellaneous
Does your software support 3D?

It's a pity that Mac Blu-ray Player does not support 3D currently. But we promise that we will make it available later in the subsequent versions.

Please pay your close attention to Macgo future updates.

Does your software support 4K?

After upgrading to V2.11, Macgo Blu-ray Player can support 4K video currently, but only part of the 4K movies. Most of the Blu-ray discs and Blu-ray ISO files support maximally up to 2K (1080p).

Though the playback on Mac version may be a little unsmooth due to Mac's configuration, there would be no problem to play 4K if your PC is well configured.

Does your software support 5K?

Yes, Mac Blu-ray Player support 5K Mac Retina. Currently there may be some problem with the button, but the playback in full screen is fine. Right now there is still no 5K video in the market.

Does this software only play Blu-ray Discs?

No. Mac Blu-ray Player can play not only Blu-ray discs but also DVDs and plenty of media formats of video, audio and image.

All media formats supported here: Blu-ray, DVD, CD, MKV, AVI, FLV, WMV, MP4, MPEG, RMVB, MP3, WMA, AAC, AC3 and more.

Does your software support Retina display?

Yes, Mac Blu-ray player support the regular playback on Retina display. If you have encountered some problem, you can report it with detailed information of your problem to Macgo technical support team.

Does your software support self-burned Blu-ray discs?

At the present time Mac Blu-ray player support the self-burned Blu-ray disc playing on the Blu-ray menu mode which made under Adobe Encore and then burn from Toast Titanium 11. Here is a tutorial of how to play Blu-ray menu with Mac Blu-ray Player.

It also supports the self-burned Blu-ray discs made directly by Toast Titanium 11.

If you make or burn Blu-ray discs by other ways, please contact Macgo support team.

Does your software support multi-episodes TV Series?

This software's Blu-ray menu function is still under developing. Unfortunately, Blu-ray discs of multi-episodes TV Series are not fully supported for the time being.

But you can see the more perfect Blu-ray menu function in the future updated versions. Please pay close attention to Macgo's latest news.

Why Mac Blu-ray Player needs internet connection sometimes?

Macgo International Limited has the legal authorization from Blu-ray Disc Association. The internet connection is needed to remove the Blu-ray protection after accessing to Macgo server. Users who have the same disc do not have to remove the Blu-ray protection twice.

Macgo is making efforts to get rid of the internet connection, which will be able to see in the future updated versions.

Is a blu-ray drive necessary? Can you recommend one work well with your player?

If you want to play blu-ray discs on Mac, a blu-ray drive which can support blu-ray discs is needed for sure. If your blu-ray disc just ejected by your Mac, then it is highly possible that your drive doesn't support blu-ray discs. This is a blu-ray drive working well with this software on Amazon.

How can I set the Mac Blu ray player as my default player?

You can do by the following steps:

a) Open system preferences of Mac.

b) Open CDs & DVDs under Hardware.

c) Choose Mac Blu-ray Player as default player for the item "when you insert a video DVD".

How to set the Aspect Ratio as I like?

You can do by the following steps:

a) Set the screen ratio here: "Mac Blu-ray player" > "Preferences" > "Video" > "Custom Aspect Ratio".

b) Click "OK" then this ratio will be on your aspect ratio list.

c) Then you can choose the ratio under "Video" > "Aspect ratio" when you play.

How to remove the playlist on the right side bar of the screen?

Please try the following steps:

Go find "Mac Blu-ray player" > "Window" > click "Playlist", the panel will disappear.

Why the player cannot be opened with the error message "the identity of the developer cannot be confirmed"?

Please click here to update Mac Blu-ray Player to the latest version. We have made this software Compatible with Gatekeeper 10.9.5 and Yosemite 10.10 since version 2.10.7.

Gatekeeper options can be found in "Apple menu > System Preferences > Security & Privacy > General tab > Allow applications downloaded from".

Macgo Mac Blu-ray Player users can choose the second option "Mac App Store and identified developers" for that Macgo is a trustworthy identified developer.

Learn More: Mac Blu-ray Player Compatible with Gatekeeper.

Purchase & Trial
How to buy Mac Blu-ray Player?

Step One: Enter into Mac Blu-ray Player store.

Step Two: Choose the product you want to buy and press the "BUY NOW" button.

Step Three: Then you will enter into the billing information page. Fill the blanks as it requires. Choose the payment method.

If you choose card payment or any other payment method, finish its relative information and press "Continue" button at the bottom. Then you will enter into the confirmation and payment page. Check the information you have filled on the last page. If all your information is correct, press "Place Order" button. After a couple seconds of order-processing, it will go to the thank you page. Here you can get the activation key. Meanwhile, an email with receipt of your payment and the activation key will be sent to your mailbox.

When I filled out the purchasing page and clicked "continue", the screen turned black, how do I know whether the purchase is successful or not?

If you have encountered this situation, first check your credit card or Paypal information, or check your email because we will send you the confirmation letter after your purchase.

When will I receive my product?

You will immediately receive your order confirmation email after finishing the online order process. Then the product activation information will be sent to you by the third party.

Please remember to check your email, and if you cannot find it, you can check in the spam box. If you have ordered backup CD service, you need to contact the platform directly about the delivery time of your product.

What are your system requirements?

You can go to Macgo website to learn about the specific requirements: Mac Blu-ray Player System Requirements

OS X 10.6 to 10.10
Intel Core2 Duo 2.4GHz processor or higher recommended
512 MB or higher recommended
250 MB of free disk space
An internal or external Blu-ray drive
USB ≥ 2.0 or FireWire ≥ 400
Internet Connection.

What is your Refund Policy?

Mac Blu-ray Player Software is provided as trial version for downloading directly from Macgo Website. By using this 'try-before-you-buy' version, you can make sure that it is compatible with your computer systems and satisfy all of your requirements before purchasing the full version.
All sales are final. Once the registration details and download instructions are issued, they cannot be cancelled. Exceptions to the refund policy are handled on a case-by-case basis and only granted when emergency or extenuating circumstances exist. Learn More.

What is your license policy?

The Key Code/Registration Code of Mac Blu-ray player software is lifetime. A new license purchase for the future update is unnecessary.

How long will it take to get your fastest support response?

We recommend you to take the following steps to get your problems solved fast:

a) Please make sure you are using the latest version of our software.

b) Then please check Macgo FAQ page to see if you can find solutions here. If not, please contact support team and report your problem with as detailed information as possible.

We'll reply to you within 48 hours except for weekends or holidays due to the time difference. But in most cases you'll get our response in a few hours. Please do contact us again after 72 hours if you do not get a response.

Is the picture quality of the output video as good as the original Blu-ray video?

Mac Blu-ray Player can directly play Blu-ray disc and DVD without any quality loss.

It allows full preservation of all audio tracks (like DTS HD Audio, Dolby TrueHD Audio, etc.), subs streams, chapter markers and videos.

How can I get the free version product?

Just click "Cancel" when asked to register and then you will get the free version.

Customers should know that Mac Blu-ray Player is sold as "try-before-you-buy" software. The Free version shares all the same function with the purchased version except for the watermark on the center of the screen while playing Blu-Ray discs. This watermark will disappear after you purchase the software. Other file formats like MOV, MKV, AVI, FLV, WMV, MP4, MPEG, RMVB, MP3 are "watermark free". NO 30 days time limitation, so you have enough time to verify the program's functionality.

What are "BackUp CD Service" and "Extended Download Service" in my shopping cart?

These two services are sold by the platforms, and customers can choose whether to buy it or not.

Back Up CD Service--The disc can serve as a backup copy to download the software if you have to reinstall.

Extended Download Service--Securely Back Up Your Software Online for Two Years.

If you mistakenly paid for these two services, you can contact their support team to ask for a refund.

Registration & Serial Number
How do I register Mac Blu-ray Player?

Please follow these steps:

a) Run Mac Blu-ray Player, a Registration dialogue will pop up.

b) Enter Email Address and Registration Code and click "Register".

When you register, please make sure that there is no space on the left/right of your email/code. We recommend you copy/paste your email and code to the register-window.

I have two Macs, can I use the registration code on different computers?

According to Macgo's regulation, one license could only be used on one computer. Double systems or multiple users on one computer will be considered as different computers working.

If you want to use it on more than one computer, please contact us at Macgo support team and we will send you the purchasing link for the second code.

I didn't receive any emails about the registration code after I bought this software, where can I find it?

Usually the confirmation email with the registration code is sent by the third party after you purchased the software.

You can check your spam box in case that it was blocked by your mailbox. If you still can't find it there, please provide your order number or purchasing email to contact us at Macgo support team.

How often can I activate the registration code?

There are five times every year for Macgo registration code activation. If registration code activation times are outnumbered, it will pop up a tip that said "Registration failed. Your registration code activation limit is reached."

The registration code purchased from Macgo website can only be used by the purchaser him/her self. Please do not leak or give the registration code to others.

How can I get my registration code back?

If you cannot find your registration code, please contact Macgo support team: Macgo support team.

Why is my registration code invalid?

There are two solutions:

a) Update the software.

b) Directly copy the registration code and paste it.

Please do note to ensure that there is no space on both sides of the registration box.

If the problem still exists, please contact Macgo support team.

Installation & Upgrade
How do I update my Mac Blu-ray Player? Is it free?

The Mac Blu-ray Player will pop up a dialogue which reminds you the product have an updated version. You can choose to update when your Mac connects to the Internet.

The update is totally free for any user who has purchased the product.

Can I play Blu-ray discs if I turn off the upgrade pop-up windows?

We recommend you to update it at best. Because the AACS key requires periodical updates for content protection reasons.

Blu-ray Discs have adopted AACS (Advanced Access Content System) to protect the digital content. AACS keys are required to play some Blu-ray Discs titles. So Mac Blu-ray Player may not be able to play Blu-ray Disc if you declined to update it.

I have accidentally deleted the Mac Blu-ray Player, but I really do not want to purchase it again. What should I do now?

You can download it again from Macgo website if you deleted it accidentally or if you have met some problems and want to install it again.

The registration code will be automatically registered after you have installed and run the software. You have got its lifetime right of use once you purchased Mac Blu-ray Player.